Lead Patient Services Coordinator

US Oncology, Inc.•Roanoke, VA

36d•Onsite

About The Position

SCOPE: Registers and schedules appointments for patients in an efficient and timely manner. Answers, screens, and directs all incoming calls to appropriate personnel relaying messages between patients and clinical staff Leads and supervises Phone PSC team Supports and adheres to the US Oncology Compliance Program, to include the Code of Ethics and Business Standards, and US Oncology's Shared Values.

Requirements

High School diploma or equivalent required
At least 5 years of front medical office receptionist experience with insurance forms and scheduling software required
Knowledge of this practice's personnel, daily routines, and scheduling a plus
Proficiency with computer systems and Microsoft (Outlook, Office Word, and Excel) required
Must successfully complete required e-learning courses within 90 days of occupying position
Demonstrates adaptability
Handles day-to-day work challenges confidently
Is willing and able to adjust to multiple demands, shifting priorities
Demonstrates flexibility
Shows work commitment
Sets high standards of performance and works efficiently to achieve them
Commits to quality
Emphasizes the need to deliver quality products and/or services

Responsibilities

Reviews daily staffing to ensure adequate coverage.
Reviews stats in real time and daily. Calculates hold times, identifies trends, and adjusts team accordingly.
Train/Onboard new employees appropriately.
Quality assurance of incoming calls. Auditing of incoming calls.
Maintain and publish scheduling guidelines.
Completion of reporting and dashboard.
Audit and review Navigating Care workboard.
Review physical phone stats, ignores, rejects, etc and take appropriate action.
Answers, screens, and responds to routine questions, routes to appropriate personnel, or takes thorough messages
Communication and meeting with management on regular cadence.
Communicate messages in an accurate and timely manner according to procedures
Contacts clinic personnel as appropriate
Schedule returning appointments in accordance with physician and/or office guidelines
Provides patients with appointment details such as time, location, directions, instruction sheets, and other details
Records patient cancellations and missed appointments
Reschedule appointments
Notifies appropriate staff of the cancellation and makes note in patient chart
Adheres to confidentiality, state, federal, and HIPAA laws and guidelines with regard to patient records • Performs other duties as requested or assigned